Frequently Asked Questions

Contact Information

Toll Free Ordering

Customer Service

We are here to assist you with inquiries or concerns via email seven days a week! Please email Customer Service

Order Support

Received merchandise that is defective or damaged in transit? Missing items from your order? We replace or refund all order issues reported within 15 days of delivery. Email Customer Service
and include your item#, quantity, damage description (if applicable) and whether you want the item replaced or refunded.
Find our complete claim policy in our FAQ's

Resale Tax ID's

My Account Support

It is not required that you register for My Account to purchase from this store. You can easily check registration status by clicking on the Forgot your Password? link at My Account

If you have registered, your password will be emailed to you. If you receive the error message - "A valid email address is required to retrieve your password" - you are not registered. Please register if desired.

Mailing Address

Merchandise Discounts

Orders of 700.00 or more in merchandise are eligible to receive a 10% discount!

Enter coupon code b10 in checkout.

Please note, coupon code not applied when ordering
cannot be applied by customer service when your order
is received.

Order Processing

In order to provide excellent service and speedy order processing we cannot accept order changes or cancellations. Once you submit your purchase you will be unable to change quantities, add, or remove items from your order. Please be sure to review your order carefully before purchasing.

Orders placed on major holidays are queued for processing the next business day. Shipments dispatch Monday - Friday.

Prices and items are periodically subject to change. We reserve the right to correct typographical, descriptive and photographic errors. Orders based on incorrect information are subject to cancellation.

In order to provide excellent service and speedy order processing we cannot accept order changes or cancellations. Once you submit your purchase you will be unable to change quantities, add, or remove items from your order. Please be sure to review your order carefully before purchasing.

If an error has occurred in your address and you notify us immediately we will make every attempt to assist in correcting the error.

If your order is returned to us undeliverable or refused, a refund is issued less return freight charges and a 20% restocking fee. Original shipping is non-refundable.

Terms of Sale

Payment is made before shipment.
Payments accepted in US credit card or PayPal funds.
All prices are subject to change without notice.
Sale prices do not apply to previous purchases.

Accepted Payment Methods

We accept payment through Visa, MasterCard, Discover, American Express and PayPal.

Credit Cards

For our customers with PayPal accounts we also offer "Bill Me Later", a convenient credit option offered by PayPal, that allows you to buy now and pay later. Click the banner below for details:

Please note: No matter which payment option you use, Koehler Home Décor does not store your credit card
information. You may find it helpful to use Yahoo Wallet or the form function of your favorite browser to fill in your payment information on repeat orders.

Wire Transfers

International orders of 1000.00 (merchandise sub-total) may pay by wire transfer. Choose Wire Xfer in checkout, we will email you account details. Wire transfer orders require payment no later than the next business day. To find out more about ordering from abroad, please visit our wholesale information for details.

When Will My Credit Card Be Charged?

Your order is processed for immediate shipping and your payment is secured.

Credit Card Fraud

Koehler Home Decor participates vigorously in merchant organizations that are united in their effort to reduce credit card fraud and protect internet consumers; we utilize several systems available to us to ensure that credit card transactions are legitimate and secure.
Orders using incorrect billing addresses will be cancelled.

How to Order

Please note that we reserve the right to require additional forms of identification prior to processing any order. Failure to provide requested information promptly will result in order cancellation.

Online Orders

All purchase transactions take place on a secure server using 256-Bit Encryption protecting both your personal information and your credit card transaction. We will never sell, divulge, disseminate or give away any information submitted to this site to outside parties for any reason.

Purchase Orders

We're sorry; we do not accept purchase orders or faxed orders.

International Orders

International orders may ship to Koehler Home Décor approved freight forwarders in the USA or Canada. Please visit our wholesale information for details.

Sales Tax

Sales Tax on California destination merchandise is 7.25%

Catalogs

The catalogs on this site do not include the entire Koehler Home Décor product line and reflect retail pricing only. Sorry, we do not direct mail free home decor catalogs.

Back Orders

Koehler Home Décor does not accept back orders,
if an item purchased is out of stock, your order will be adjusted and you will receive a confirmation email with your order total promptly.

Free Drop Shipping

Koehler Home Décor does not charge any
additional fee for drop shipping to your
recipient (regular shipping rates apply).
Your billing address matching the applicable credit card is the billing information and your package recipient's address is the ship to information. The email address you furnished us with when ordering will receive an order confirmation and shipping notification including the package tracking number.

Shipping Information

How to Return Orders - DO NOT RETURN DAMAGED MERCHANDISE

Request a Return Authorization Number (RA#) by emailing Returns.
We will provide the correct address for your return when we provide your RA#.Your order or invoice number is required.
Returns are accepted 30 days from purchase date.
Packages that are returned unauthorized will be refused.

Return shipping arrangements are the responsibility of the purchaser. A 20% restocking fee is charged. To qualify for a refund, the product must be unused and in its original packaging. We must RECEIVE the package within 30 days from purchase date. Refunds are only issued once we have received the merchandise. Pack your shipments well, merchandise damaged from inadequate packaging is non-refundable. Shipping is non-refundable. Actual product color may vary slightly as viewed on different monitors and browsers. Refunds are not honored on slight color variations.

Damage/Shortage Claims - Accepted Once per Order

Inspect your merchandise upon arrival.Damaged and/or missing item claims will not be honored if reported past 15 days of delivery. Claims must be submitted in writing and are processed once per order. A photo of the damaged item is required. We cannot replace or refund items more than once per order and submitting additional claims will result in denial.
Claims are processed within three business days.